Fridge failures: LG says angry owners can't sue, company points to cardboard box

[Coventina]

Frank Rodriguez in San Francisco says he has been dealing with a difficult LG fridge since 2021.

“This one cost me $2,000 and it’s been a nightmare,” he said.

He says it’s not freezing well. Techs have repeatedly tried to fix it, but haven’t. Frank says he’s asked for a replacement or a refund. But that hasn’t happened. “I said that’s it. I guess this is the final word,” he said. “I was ready to give up, until I’d seen your program.”

Our “program” was our recent report about a lawsuit involving some LG and Kenmore refrigerators, as well as a part LG makes called the “linear compressor.” Many viewers and the lawsuit claim the compressor frequently dies long before the 10-year warranty or 20-year lifespan that LG advertises.

We focused our story on an LG owner named Betsy in Redwood City. She’s had two fridges die in just five years. “Yeah, two,” she said. “Unfortunately, we bought another LG fridge. So, I guess that’s the definition of insanity, right?”

When that story ran, Sunil Kardile in Pleasanton was watching. “She had exactly the same LG refrigerator that I had,” Sunil said. “When I saw that I said, ‘now let me contact Chris.’” Sunil says his fridge has required five replacement compressors. “The compressor dies like every year,” he said.

https://www.nbcbayarea.com/investigations/consumer/lg-refrigerators-failures-update/3465620/

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LG has a statement on the box that customers waive their right to sue the company. Problem is, most people never see the box their fridge is sold in.

I love my LG washer and dryer. I'm not sure the brand of my fridge.
I will hesitate about buying from LG in the future, though.

[DBoon]

1. I've seen some very bad reviews of their products that support this article

I would NEVER buy an LG product

[chouchou]

5. Just about a year ago, my neighbor (nice Lady) bought a fairly expensive LG refrig.

Past November, it went south.....dealer fixed it....last week it died again. I've NEVER heard her cuss like she did..
A proverbial drunken Sailor would be proud of her words.

[Hassin Bin Sober]

14. LG used to be Lucky Goldstar. Maker of garbage electronics in the 80s.

Then they rebranded to “Life is Good”

I learned this when I was researching for a repair for a 4 year old clothes dryer I had.

I like doing my own repairs when I can figure it out so a new drum only cost me $100 bucks. But there were hundreds of complaints from people who had to spend $600 bucks with labor - at that point do you just toss the machine in the garbage?

[Johnny999r]

34. I would never buy another LG fridge

Our counter size LG fridge went out twice, melting all the contents in the process. It wasn't more than a few years old, but then the same thing happened again not long afterwards. As usual, all the contents thawed and were thrown out. I can't imagine how much extra in damages that was. At this point, I was too pissed off to estimate the loss, on top of LG's dragging their feet to respond to our calls for help. The fridge was under warranty and the well known compressor problem was the issue.

Good thing we had a second refrigerator in the garage, a dinosaur in terms of age, in fact it must be 20 years old, given to us by my wife's mom. But, it still works to this day! Anyway, LG replaced the compressor and the tech guy admitted LG was having issues with them. Then, the compressor went out again within a year of the first "fix". In the meantime, LG offered a free replacement of an improved compressor, and I'm sure only forced to do so after all the bad publicity they refused to respond to.

All I can do at this time is hope for the best, and so far it has been about two years since the second compressor replacement and the fridge is still working. However, there was one glitch. I discovered one morning that some frozen foods were starting to thaw and the temp readings on the face panel were registering lower numbers. I already knew the air slots in the two large freezer baskets shouldn't be blocked by frozen goods, so I try to monitor that situation. I found the air slots were not as free as they should be and I knew my wife and daughter went food shopping a day or two before. Out of caution, we threw out perishable items and I cleared the areas around the basket air slots. Over the next day, the fridge recovered and that being said, clearing space around the air slots was a good remedy. BTW, the first sign of an issue in all previous thawings were the fact the ice cubes started melting.

In conclusion, we will never buy another LG appliance, even if they finally fixed the issue, at least in our case that is. It was the bs run around and slow response to fix a well documented problem is the main reason. Not offering some form of compensation for the loss food, especially after the first replacement compressor failed also rubbed me the wrong way.

[underpants]

2. LG is not a very reputable company at all

I know someone who’s dealt with them on multiple occasions and they said they are like a bunch of gangsters.

[ms liberty]

3. We just replaced our fridge a few months ago. We did not get an LG

We got a GE, and I like it very much. LG had terrible reviews, and that was enough for me.

[BootinUp]

4. Friend had a problem with that compressor.

And it could not be fixed for a reasonable cost and it was inside the warranty. I would avoid it.

[onethatcares]

6. is there a serial number or model number run

that can be checked to see if you have one of these pintos?

[Emile]

7. I've had bad luck with LG TV's too. Seems like

they go out around 4 to 5 years.

[Coventina]

10. I haven't had much luck with TVs of any brand lately.

They all seem to break after a year or so.

[Raftergirl]

12. My Samsung plasma TV stopped working after 5 years. Samsung replaced every part and it worked for another 5 years.,

It had been a huge PITA to get them to admit it was a known problem. I had researched on the inherent and found 1000s of people with the exact same complaint and that they were fixing the same problem on another model even if out of warranty.

After it died, exactly 5 years after parts were replaced, we said never again and bought a SONY. Very happy with it. It is at least 8 years old and we never had one problem.

I still have a Samsung in our bedroom that my kid won at his senior prom (in 2011.) Wish it would break so I can get a smart TV for that room.

[Vinca]

8. Wow - how did I manage not to buy one of those? Our decades old fridge went south one

summer's day last year and the dealer we called had same day delivery of a Maytag brand. Desperate, we took it. Worse fridge ever, although apparently not as bad as LG. I miss the good, old days when you bought a Sears Kenmore and you couldn't get it to break down to justify buying a new one.

[mahatmakanejeeves]

9. From the article:

To learn more about arbitration agreements and notices, we visited professor Anna Han at Santa Clara University School of Law. “I’ve been teaching here for 35 years,” she said.

Han noted that Arbitration agreements are commonplace. “They put them into everything,” she said. And, these days, consumers agree to mandatory arbitration all the time-- click here, sign there.

Han says proper notice is key: both sides must knowingly agree not to sue. We asked if arbitration notices printed on a box, taped inside a product, or included in a manual -- that you don’t see until after you buy -- give shoppers sufficient notice. Han noted parallels to a case in which Samsung tried to force arbitration with a notice in a smartphone box.

“In that case the court said exactly what you just asked: which is, ‘Was there sufficient notice to the consumer about this clause,’” Han said. “Was there actual consent? If you don’t know something, how would you ever agree to it, right?”

Han said the federal courts nullified the arbitration agreement in the smartphone box. The judge has not ruled whether LG owners’ boxes boxed them into arbitration. Mouzari says the legal maneuvering does nothing to repair people’s problem fridges. “Instead of fixing the issue, LG decided to allocate those resources into an arbitration provision on a box,” she said.

[Raftergirl]

11. My Maytag refrigerator died in September after 17 years. Before that the only repair needed was ice maker. I need

a specific size and depth to fit the space and I also only purchase from an appliance store, never a big box store, so my choices are limited. I went with a Bosch and so far I am loving it. All my other kitchen appliances are Bosch and they are still going strong 17+ years. My washer and dryer are Bosch, also.

My mom has a Samsung and it’s been nothing but trouble since she bought it.

[SouthernDem4ever]

31. We have a maytag fridge - best one we ever had. Going on 13 years now.

Even if it craps out now we definitely got our money's worth. Only problem is I can't find em with water dispensers and Icemakers on the door anymore - only icemakers.

[Taylor Picker]

13. This kind of thing is a nightmare.

I've been through it with Frigidaire/Electrolux.... and we did sue and win.

I've also dealt with LG on this exact issue.

"LG encouraged customers to contact them for help."

I can also say from experience that they are not helpful. Expect to spend hours on the phone and have multiple different authorized repair people--whom you don't get to choose--come to your home and not fix the problem. We've had an LG compressor replaced and are OK... for now.

This business about the arbitration agreement being on the box, taped inside the fridge, and in the owner's manual is ridiculous. Dedicated appliance stores are largely a thing of the past. Most people buy fridges from big box stores. Whether in person or online, there's no option to agree to arbitration when you make the purchase.

[GentryDixon]

15. I bought my LG Fridge in 2015.

I've not had problems with the Compressor 🤞, but I have replaced the ice maker 5 times.
I've become quite accomplished at installing them.
Never again will I purchase LG anything. My hubby is looking for a new TV for the living room & I told him anything but an LG! 😬

[Oopsie Daisy]

16. Our LG washer/dryer are 5 years old and running great! I have a Goldstar window-unit AC *

* from the early 90's and it's still chugging along working exactly as it's supposed to. I wonder what happened with their refrigerator models?

>> I love my LG washer and dryer. I'm not sure the brand of my fridge.
>> I will hesitate about buying from LG in the future, though.
Same here. We always consult with Consumer Reports before making decisions like this and we avoid buying newly introduced models until they've had some time to be reviewed by CR and/or customers. It's a plan that's served us well over the years.

[Coventina]

17. My LG washer and dryer are 14 years old and still work very well*

*there have been a few maintenance issues over the years, but nothing that my husband couldn't diagnose and fix easily.

Lately, the latch on the washer has become a little difficult, I really need to slam the door to get it to lock.

However, both machines are 14 years old and have spent their entire lives on the back porch, so I think that's pretty good.

[Oopsie Daisy]

20. Damn! That's a great track record!

I'm gonna take a guess that you live somewhere that hard-freeze conditions are rare!

Prior to LG, our W/D combo had been Kenmore...and that lasted 20 years. TWENTY!!! The only reason we decided to go with something new was because we knew we'd pressed-our-luck as long as it could go. It was just a matter of time.

ALSO, the ceramic (?) coating in the washing machine drum had chipped and flaked in various places, and as a result every load ended up with rust-spots after the spin cycle.

I wish you continued luck with your machines!! That's a great record. Keep it up! (Even with the extra slamming. Have you tried WD-40?)

[Coventina]

21. Yes, I'm in the metro Phoenix area. So, hard freezes are almost unheard of.

Especially since the 90s.

Good thought about the WD-40, I'll check it out!!

[Nasruddin]

18. They're awful

My LG refrigerator has had a few problems (compressor went out was a big one).
The main one with this and its predecessor is the plastic: it's really poor quality, it disintegrates, & while I've been successful at replacing some of it, other parts, no or the parts are unavailable, or the repair itself is too fantastically difficult.
I'm missing a door shelf because of one of these problems. It currently has a bunch of semi-broken plastic parts that
are somewhat functional but I'm not going to deal with until they break completely.
(LG is not the only company that has pushed out products with junky plastic parts)

Eventually, some plastic doodad is going to break that I can't fix or replace, & whose function is critical (like the door) -then it's off to the landfill.

I was astounded to find out that a household member had purchased an LG washer for us.
So far, it works ok - it actually seems to clean better than what it replaced. But:
a - it can't do a basic washing process, which all washers have been able to do since the beginning of washing in the paleolithic, which is soak and hold clothes
b - it has a bunch of "programs" for different kinds of washing, but no user access to whatever it is that sequences the steps
Who do they think they are, IBM ca 1960?

[onecaliberal]

19. Samsung is the same.

[Warpy]

22. Customers don't see that stupid box, fridges are unboxed before delivery

Somebody's living back in the 1950s and besides, a printed statement on the side of a box, even if the customer sees it, was never agreed to by the customer via witnessed signature, so it's totally unenforceable.

I liked the LG side by side fridge, bottom freezer design. Plus, it was the only one of its type that would fit the space. However, I'm not dumb about anything but company reputations, so I went to a local appliance dealer where semi retired repairmen worked the floor and asked them what they thought about the products. They told me horror stories of having to wait weeks for a container ship to deliver a simple part that they had to order from the manufacturer in South Korea. They especially mentioned washers and dryers, not so much about refrigerators.

So I bought a Frigidaire.

While I think they've solved some of the supply chain as far as parts go, that attempt at flim flam on box few customers ever see is very telling. If I'm going to get cheated, I'll get cheated by a company that's local enough I know where and how to complain about it.

[diane in sf]

23. My fridge story:

I had to replace my GE side by side a couple years ago. It had been pretty thoroughly warranteed for 10 years and lasted for 21 with a mother board replacement a few years before its demise! And it was an Energy Star, very cheap to run. I never used the ice maker, which is the thing that usually breaks on fridges. I replaced it with another GE, essentially the same model. The new one only came with a one year warranty! So far so good… They changed a number of things I disliked about the ancestral model.

My brother and sister in law replaced their old fridge at the same time. They bought a Samsung and it came with a 10 year warranty like the LGs. I had some buyers regret after hearing that. I hope their fridge lasts longer than the LGs!

I also had to replace my washer and chose an LG because they had very good reviews in Consumer Guide. So far it’s fine. Maybe another division of the company?

[BlueWaveNeverEnd]

24. writing on the box?? I've NEVER seen the fridge box. EVER. Thing must be huge with lots of 'cover our ass' writing on

[rockbluff botanist]

25. LG service is a joke

We bought their biggest and best LG fridge when we remodeled. It worked for almost two years, and then the compressor died.

We live west of Tallahassee. When we called for service, we were told the nearest technician was in Macon, Georgia! It cost us for them to just come look at the fridge. They sent two techs who argued about the problem. My husband, who is an engineer, told them the compressor died. They then said they had to come back because they did not have the parts. It would cost us for the return trip. They came back with parts (not a new compressor) and installed the parts. Again, the fridge did not work. My husband told them again, it needed a new compressor. One of the Tech's told us it was a really expensive part and their boss didn't like to replace them.

The Techs argued again and said they would have to come back. At that point, I lost my mind. My husband told them that even though I'm small, I'm mighty and he could hold me back for only so long and that they had better run. They were scared and left.

Needless to say, we now have a Whirlpool fridge. It can be repaired out of Tallahassee. I warn everyone about buying anything made by LG.

[JoseBalow]

26. Welcome to my boycott list

[bucolic_frolic]

27. My Gibson is 26.

It was bought from a private dealer, not a big box.

Hope to replace it with a Frigidaire soon.

[Swede]

28. I remember when Lucky and Goldstar cheap Korean knockoffs of Japanese products showed up.

Late eighties. Cheap components. You open up the unit, and put it beside a Yamaha and it looked exactly like it. Except everything was a cheap copy. The motor, the pcb, everything.

Luck and Goldstar amalgamated into LG. But the product didn't improve.

[malaise]

29. My family was always so effin old fashioned when it comes to large appliances

If it isn't marked Frigidaire, it's not coming home with me.

[SouthernDem4ever]

30. We liked our LG diswasher but it crapped out within a few years

Ended up replacing it with a Bosch.

[Yo_Mama_Been_Loggin]

32. News video on the story

[AwakeAtLast]

33. This happened to us!

Our compressor was replaced a couple of years ago!

No more LG f for us!